QA Engineer - Amazon Connect IVR Automation

We are seeking an experienced Quality Assurance Engineer to lead the testing and automation of a cloud-based contact center solution built on Amazon Connect. The ideal candidate has strong experience testing IVR applications, creating automated test suites using Cyara, and developing custom automation frameworks using Node.js.

This role will work closely with Product Managers, Developers, Business Analysts, and DevOps teams to ensure high-quality releases across multiple environments throughout the software development lifecycle.

Key Responsibilities

• Design, develop, and execute comprehensive test strategies for Amazon Connect IVR and contact center applications.

• Build and maintain automated IVR regression and functional test suites using Cyara.

• Develop and enhance custom automation frameworks using Node.js.

• Validate Amazon Connect contact flows, queues, routing profiles, prompts, Lambda integrations, and Amazon Lex bots.

• Test customer authentication, self-service workflows, transfers, callbacks, error handling, and exception scenarios.

• Validate integrations with AWS Lambda, REST APIs, CRM platforms, and backend services.

• Execute smoke, functional, regression, integration, and end-to-end testing across Dev, QA, UAT, and Production environments.

• Analyze test failures, identify root causes, and collaborate with development teams to resolve defects.

• Create and maintain reusable automated test scripts and test data.

• Participate in sprint planning, backlog refinement, and release planning activities.

• Track defects using Jira and provide detailed reporting on testing progress, risks, and quality metrics.

• Support CI/CD pipelines by integrating automated tests into deployment workflows.

• Continuously improve automation coverage, testing efficiency, and release quality.

• Bachelor’’'’s degree in Computer Science, Information Systems, Engineering, or related field.

• 5+ years of software quality assurance experience.

• 3+ years of IVR or contact center testing experience.

• Hands-on experience testing Amazon Connect solutions.

• Strong experience creating automated IVR test scripts using Cyara.

• Experience developing automation frameworks using Node.js.

• Experience testing REST APIs using Postman or similar tools.

• Strong understanding of Agile/Scrum development methodologies.

• Experience using Jira and test management tools.

• Strong analytical, troubleshooting, and communication skills.

Preferred Qualifications

• Experience testing Amazon Lex conversational bots.

• Experience validating AWS Lambda functions.

• Familiarity with AWS services such as S3, CloudWatch, IAM, API Gateway, and EventBridge.

• Experience with GitHub and CI/CD pipelines.

• Experience using Playwright, Selenium, or similar web automation tools.

• Knowledge of contact center KPIs and customer journey testing.

• AWS Cloud Practitioner or AWS Developer certification is a plus.

• Cyara certification is a plus.

Key Competencies

• IVR and contact center testing

• Test automation architecture

• Root cause analysis

• Defect management

• Quality mindset

• Problem solving

• Collaboration across cross-functional teams

• Continuous improvement

• Strong verbal and written communication